External Software Developer Support Analyst

Bristol, Telford, Leeds
£27,650 - £29,728 + benefits
28 Jun 2022
12 Jul 2022
Contract Type


At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

HMRC is building a modern, digital tax administration. Our digital transformation programme is ambitious, exciting and award winning. This programme is the envy of other government organisations and it will make HMRC one of the most digitally sophisticated tax authorities in the world.

Now is a fantastic time to either start building your career in our exciting, creative and world-class IT team. If you want to learn a lot, help others do the same and be part of delivering public service that makes a real difference, HMRC is a great place to do that.

Enterprise Integration Services (EIS) are at the heart of the HMRC Chief Digital Information Officer (CDIO) group. We handle HMRC's core integration/middleware services, taking care of over a billion transactions every year and connecting hundreds of HMRC services.

We provide platforms for delivering Application Programming Interface (API) access to HMRC systems. We also provide artefacts and support for API consumers to build and manage authorised software that seamlessly integrates with HMRC digital services.

We use modern open-source products and work in an Agile way to deliver flexible, effective integration solutions.

Job description

As an External Software Developer Support (ESDS) Analyst, you will join a team providing support to API consumers (external software developers, other government departments, etc.). You will support the ESDS Managers and manage team workflow; triaging, prioritising and responding to, or escalating software developers' queries and issues.

You will be self-motivated, a confident communicator with good interpersonal skills. You will also be able to write clearly and concisely when responding to queries.

You will learn how to create XML test files and, by using documentation on the HMRC developer hub, how to create scripts/calls in sandbox environment. You will have an eye for detail, with the ability to quickly understand and route out problems and how to navigate and use various digital tools e.g. Outlook, Deskpro, Confluence, Jira, Trello, Service Now, Microsoft 365, Kibana, etc.

This is an exciting opportunity suited to someone who enjoys problem solving, has some good analytic skills, a commitment to self-improvement and enjoys working in a dynamic environment.


Specific responsibilities will include:

  • Providing technical support to external software developers, helping them understand what is needed to successfully develop, test and release software that meet HMRC standards.
  • Creating XML / RESTful API test files/calls to replicate issues, and test service functions.
  • Taking ownership of problems - being proactive in prioritising and resolving technical issues for developers.
  • Monitoring and managing service availability, workflow and developer queries to meet targets/key performance indicators (KPIs).
  • Contributing to and sharing ideas on how to improve processes, recognising the importance of evidence-based solutions and good analysis.
  • Working with internal delivery teams to agree Service Level Agreements (SLAs) and support models for new API services.
  • Producing good quality, timely and informative reports or dashboards, as and when needed.

Essential Criteria

We are looking for someone who works well in a team to achieve both individual and team goals - someone who is customer focused, quick to learn and enjoys solving problems, handling queries and finding solutions.


  • Learning and development tailored to your role.
  • An environment with flexible working options.
  • A culture encouraging inclusion and diversity.
  • A Civil Service pension.

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Apply before 11:55 pm on Monday 11th July 2022

Similar jobs

Similar jobs